Looking for a job

Haley Burton

@haleyburton

Claims adjuster at Progressive Insurance Company who resolved disputed claims and earned 96%–100% customer satisfaction ratings.

United States

Message

What I'm looking for

I’m seeking opportunities in administrative and healthcare roles, with interests in healthcare process improvement, insurance quality assurance, client advocacy, and technology in healthcare and insurance settings.

At Progressive Insurance Company, I evaluated auto claims and handled coverage and liability decisions using digital claims management tools. I navigated disputed cases, investigated subrogation opportunities, and partnered with law enforcement and legal teams on fraud prevention.

I supported customers throughout the claims process and earned 96%–100% customer satisfaction ratings. I also coordinated repair assignments and rental vehicle logistics with local body shops.

At Delta Dental Insurance Company, I coordinated grievance and appeals escalations between providers and clients. I guided clients on appeal rights, reviewed case documentation for audit compliance, and contributed process improvements that reduced resolution turnaround times.

Earlier at Delta Dental Insurance, I worked in Level I and Level III customer service, resolving escalated concerns and maintaining a 98% first-call resolution rate. I’m a licensed insurance adjuster and am pursuing a Bachelor of Science in Healthcare Administration at Southern New Hampshire University.

Experience

Work history, roles, and key accomplishments

Claims Adjuster

Progressive Insurance Company

Nov 2023 - May 2026 (2 years 6 months)

Evaluated 12+ auto claims daily, resolved high-risk disputes, and maximized subrogation recovery. Achieved 96-100% customer satisfaction and maintained 100% regulatory compliance.

Claims Analysis Regulatory Compliance Digital Claims Processing Negotiation Fraud Prevention Customer Service Subrogation Scheduling Platforms

Grievance & Appeals Escalation Coordinator

Delta Dental Insurance Company

Oct 2022 - Sep 2023 (11 months)

Managed communications between dental providers and clients, guided clients on appeal rights, and analyzed case documentation for audit compliance. Implemented process improvements to reduce resolution timelines.

Client Advocacy Dispute Resolution Audit Compliance Process Improvement Communication Skills Documentation

Level I & Level III Customer Service Advocate

Delta Dental Insurance

Oct 2020 - Oct 2022 (2 years)

Maintained a 98% first-call resolution rate and resolved escalated customer concerns in a high-volume call center. Adapted to rapid policy and system changes to ensure high-quality service.

Call Center Operations Customer Complaint Resolution Escalation Management Adaptability Communication Skills

Education

Degrees, certifications, and relevant coursework

Southern New Hampshire University

Bachelor of Science, Healthcare Administration

Grade: 3.5/4.0

Activities and societies: Dean's List and Honor Roll (Multiple Semesters)

Pursuing a Bachelor of Science in Healthcare Administration, expected to graduate in October 2027. Recognized on the Dean's List and Honor Roll for multiple semesters.